Jessica Morales Email & Phone Number

Phoenix, Az, Us

Boulder, Us

• Lead and manage a cross-functional team, ensuring exceptional customer service and wellness coaching that aligns with the brand’s mission to improve health through clean living.• Monitor and analyze key performance indicators (KPIs), providing detailed reports on customer satisfaction, response times, and coaching effectiveness.• Drive the recruitment, onboarding, and ongoing training of team members, enhancing service quality and product knowledge.• Engage with the customer community through social media, group programs, and direct coaching, enhancing brand loyalty and customer satisfaction.• Collaborate closely with different departments to ensure the customer’s voice is reflected in all brand communications

Sheridan, Wyoming, Us

●Act as the point person for agents during their shifts, providing guidance, support, and resolving any queries or issues they may encounter.● Monitor traffic flow, such as call queue, response times, and customer satisfaction, to ensure high-quality service delivery.● Foster a positive and motivating work environment, promoting teamwork, collaboration, and continuous improvement.●Address both positive and negative feedback, turning negative experiences into positive ones by providing thoughtful and effective resolutions.● Collaborate with finance and billing teams to initiate and process refunds and store credits accurately and efficiently per company policies.● Implement rigorous quality assurance processes to ensure consistent adherence to service standards, identifying areas for improvement and implementing training initiatives as needed.● Collaborating with cross-functional teams to resolve complex issues and improve customer experiences.●Collaborated and implemented comprehensive Standard Operating Procedures (SOPs) and robust Quality Assurance (QA) guidelines tailored specifically for cannabis customer success teams, ensuring adherence to industry regulations, optimizing service delivery, and maintaining exceptional quality standards.●Initiated, designed, and conducted comprehensive training programs focused on imparting extensive cannabis knowledge, product insights, and system proficiency to agents, fostering a highly informed and skilled team equipped to deliver exceptional customer service.

Sheridan, Wyoming, Us

● Contributed to the startup's in-house customer success team, actively shaping andestablishing the customer support processes, and played a vital role in their development.● Provide comprehensive customer support through voice, chat, and email channels, addressinginquiries, resolving issues, and presenting effective solutions, with a particular focus oncannabis-related queries.● Uphold a commitment to delivering exceptional service, ensuring that each customerinteraction consistently meets high-quality standards, including those related to cannabisproducts.● Cultivate strong and enduring customer relationships, consistently exceeding theirexpectations through exceptional service, especially in the cannabis domain.● Collaborate effectively with cross-functional teams to tackle complex problems and enhanceoverall customer experiences, including navigating the ever-evolving cannabis regulations.● Contribute to ongoing improvement initiatives by providing valuable feedback and insights tothe team, particularly in areas pertaining to cannabis knowledge and expertise.

Washington, Dc, Us

● Manage inventory levels of Blood, Platelets, and Frozen Plasma for a designated region,ensuring efficient distribution.● Process routine orders by comparing inventory levels to customer requests.● Prioritize and process STAT orders from customers promptly.● Provide timely and professional communication internally and externally via phone,email, and Microsoft Teams.● Assist customers, distributions, and couriers with inquiries and issues, resolving themeffectively.● Offer alternative inventory options to customers when requested units are unavailable.● Regularly track and report personal metrics to management

Troy, Michigan, Us

● Addressed multiple inbound chats and calls simultaneously, assisting customers withtechnical issues and complaints.● Troubleshoot device problems and guide customers through the resolution process.● Activated warranties and facilitated replacements when troubleshooting efforts wereunsuccessful.● Attended regular meetings with management to review metrics and enhance technicaltroubleshooting procedures.● Assisted colleagues with customer issues to ensure optimal outcomes.● Maintained daily tracking and reporting of personal metrics to management.

● Assisted customers with website-related technical issues, including password resets andregistration errors.● Managed incoming calls and directed callers to the appropriate departments.● Provided professional and efficient communication via phone, email, and Zoom.

● Handled multiple inbound calls and chats simultaneously, providing support andencouragement to Weight Watchers members on their weight loss journey.● Educated customers about available programs and assisted with the signup process.● Resolved technical issues such as password resets, website errors, and mobileapplication glitches.● Addressed billing concerns, including missed payments, double payments, and declinedtransactions.● Supported coworkers to ensure a positive and seamless work environment.● Kept up-to-date on promotions to provide accurate and helpful customer service.● Participated in monthly meetings to discuss promotions and optimize customer servicestrategies.

Lincolnshire, Illinois, Us

● Ensured a positive shopping experience for customers from entry to checkout.● Assisted customers with in-store products and facilitated online orders when items wereunavailable.● Promoted store credit cards and protection plans during the checkout process.● Trained new employees in customer relations and POS systems under managementguidance.● Monitored and tracked personal and team metrics for merchandise sales, protectionplans, and credit cards.● Regularly attended meetings and training sessions to enhance customer service quality.

Chicago, Il, Us

● Provided excellent customer service from entry to checkout.● Assisted customers with in-store products, checked warehouse availability, andfacilitated online orders.● Executed promotional strategies to meet personal and team metrics.● Promoted store credit cards and mastercards during the checkout process.● Tracked personal and team metrics for sales, protection plans, and credit cards.● Assisted in training new employees in customer relations and POS systems.● Conducted regular inventory monitoring and reported findings to management.● Maintained a clean, organized, and well-stocked store environment.

Criminal Justice, Criminal Justice Counseling

Associate'S Degree, Criminal Justice/Police Science